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Old 08-08-2011, 10:29 PM   #91
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2nd year warranty

We ordered a new Silverback in March was delivered in May. Our dealer did not have the extended forms for 2nd year warranty. Can we get the form somehow and is it too late now? We were gone camping 5 weeks and are now stuck home with puppies until September. Would still like the extended waranty.
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Old 08-08-2011, 10:50 PM   #92
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http://www.disruptiveweb.com/images/warranty_addon.pdf


This is a sticky somewhere in one of the subforums but I couldn't find it ...
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Old 08-11-2011, 09:55 AM   #93
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I am currently at a large dealer service lot in Louisiana, attempting to get Warranty Service on my 2011 Lexington GTS motorhome. Here is the sequence of the hoops I am expected to jump through by Forest River and sadly, most other RV manufacturers with few exceptions.

Throughout my 4 month trip, the brand new microwave has not operated; when I attempted to use it and there was no display. I bought a tiny Walmart unit to use, and vacated an entire cabinet to house it in.

Tuesday, I arrived for my appointment and the service dept tested and found it to be defective. They began the time-consuming telephone/paperwork claim with FR. That afternoon, Service received the authorization for return TO THE MICROWAVE manufacturer.

Now, Service must await delivery of a special box which is being sent to package and return the microwave. Turnaround: maybe 3 days. The box might get here tomorrow (Fri), and the Dealer might be able to get it sent back tomorrow, but most likely it will be next Monday.

Let's say Service gets the box and is able to immediately send the microwave back to the microwave manufacturer, Half-Time, on Monday. (Incidentally, Service reports that Half-Time is a very poor product that they have constant problems with.) Let's assume the Microwave manufacturer receives the defective product on Thurs--I'm sure that nobody is going to pay for expedited shipping!

Maybe Half-Time sends out the repaired unit or a new one on Friday. A Friday return of a new/repaired unit to Service next Friday would be a best case scenario. By that time, I will have been sitting on the Dealer's lot from Tues-Friday--11 days!

Let's say Service receives the new unit on Tues and can even replace it and send me along on Tuesday--that would be 14 days--TWO WEEKS--from the point of diagnostic and beginning of the warranty process! And that two week timeframe is full of "maybe's" at several stops/starts in the process.

It's no wonder that legislation has been attempted--and defeated by the RVIA--to enable dealers and customers to be treated fairly by enacting a law requiring "sole-source warranty". This law would require the RV manufacturer to warrant all the components in the vehicle (other than chassis/drive train). Winnebago, Jayco and Newmar already accept responsbility for processing warranty claims for their vehicles' components.

This would be a place for Forest River to jump in and treat their customers with respect. Having to sit on a dealer's lot for 2 weeks while Half Time fixes/replaces their poor product is not being respectful to me and reflects very badly on Forest River.

Half Time owns me nothing--Forest River is their client! I am Forest River's client and reasonably expect to have a common malfunctioning part replaced in less than 2 weeks BY FOREST RIVER! Forest River should be dealing with Half Time and, when their supplier fails to deliver a decent quality product, renegotiate the association.

I have never had a manufacturer-warranted component failure in my previous 5 RV's! The more I learn-the smarter I become. Perhaps I will be paying more attention to the Winnebago product line for my next purchase.
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Old 08-11-2011, 12:34 PM   #94
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I sympathize with your issue, but I made a comment earlier how an RV falls between a house and a car. When I built my house I got a list of all the components. If I have an issue with an oven, I call the oven mfg, not the builder. The supplier is most qualified to handle a warranty issues.

Let's say we did do sole source warranty. I'm not sure it would be any faster. We still have to send a box to return the oven. It comes in, gets repaired or is deemed unrepairable we then send a fixed one or new one out. We add time as the middle man...we can't repair half time ovens. Most suppliers still want to see the old unit to make sure it is not customer damage before they honor a warranty.

I just had the exact same issue with a Playstation 3. Box came, I sent it in, 7-10 days for repair, they box it up and sent it back...all ground shipping. Frustrating, but that is their stated warranty policy.

Other than not being defective in the first place....what would be the perfect case scenario?

PS. Winnebago uses half time ovens as well.
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Old 08-11-2011, 01:24 PM   #95
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An RV does indeed have attributes shared by a house and a car, but it is still has it's own unique product identity! It is both a moving and a stationery shelter as well as vehicular transport. This hybrid product presents more challenges, but a specialty manufacturer is expected to have solved some of the basic problems of both building and servicing them.

When one has a failed component in a home, the situation is much different; the homeowner is not hostage to a provider until a distant 3rd party decides whether or not and how to act! You have other resources available at home. I don't agree that this is comparable.

This is how I would expect a manufacturer to act. First, I would expect some level of Quality Assurance at the factory. Example: my factory-installed backup camera (over $800 option) did not work. This is a safety feature and especially necessary for a sole traveler. Now, you can put the responsibility on me--I should have tested it on the Dealer lot before accepting delivery. Shame on me after purchasing 5 units over 11 years to have overlooked that! However, I would then have the choice: accept the unit anyway and go through a repeat visit to the dealer 3 hours away for installation, hang out on the dealer lot until the part came in or or refuse delivery and make a repeat trip for my NEW RV in acceptable operating condition.

The inconvenience should not be the customer's to bear with a NEW unit; that is why we spend the big bucks for NEW. The camera should not have come out of FR Factory NOT working! And, when it does, FR should make their customer "whole" ASAP--overnight delivery!

In the case of the microwave, I would expect FR, based upon the diagnostic by their authorized service technician, to immediately send a replacement unit overnight. The box in which the replacement was sent would be used to return the defective unit. The replacement would then be re-installed and your customer is on their way with a working oven.

We will always have junk components in RV's and houses to deal with. But, hopefully, RV manufacturers who are listening to their customers---and your customers are becoming increasingly vocal and demanding--will adopt systems to minimize the disruption caused by failures of any kind to the people who place their confidence and dollars in a corporation.

A sole-source warranty policy at least tells the customer "We are listening and we are trying".
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Old 08-11-2011, 01:43 PM   #96
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I disagree that you don't have other resources. Does the range top work? Grill? eating out? I'm not saying its convenient, but if my fridge went out at home...I'm relying just as much on a 3rd party to fix it, and maybe have to come back for parts. They are not going to send me a brand new fridge. If anything it may be more convenient, you can move the RV...my house isn't going anywhere.

There is supposed to be (2) lines of defense. We have a quality control dept that checks ALL appliances. I can say that I have personally walked retail units coming off of the line and everything functioned. Yet, when it got to the dealer a fuse blew in transit (bad power at a campsite or just a loose connection) and it was no longer working when it got there. That is where the 2nd line comes in. The dealers is to do a complete PDI and again, verify that all appliances are in working order.

If you don't mind me asking....who was your original dealer?
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Old 08-11-2011, 01:59 PM   #97
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I'll state once again I have had nothing but top notch results with Forest River perhaps because I have always been reasonable with my request.Both times Forest River did more than I asked for.IMO you are being unreasonable in demanding immediate satisfaction.Just like all of us you need to understand the process and deal with it like it or not.
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Old 08-11-2011, 02:36 PM   #98
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I hate to hear people who are constantly complaining about the MH, Travel traler or fifth wheel the own.

My advice would be to give up the RVing lifestyle; or Yes, try "sugar rather than vinegar" to solve your problems. I've had 2 5'ers and 3 MHs. All had problems that I fixed or got fixed. I still enjoy RVing.

Lastly, you may want to consider a "teardrop" trailer or Casita trailer. They have less things to go wrong and you may be happier in a smaller unit without all the problems and feel closer to those who may surround you.

Happy RVing, and THINK POSITIVE.
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Old 08-11-2011, 04:38 PM   #99
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Racerguy; I am glad that you are having good results with FR. I have not despite having made very reasonable requests. I was asked in a previous response to reflect on an ideal scenario" and my comments reflected only a "wish"--not the reality. I have demanded nothing and have found that "attitude" generally has a worse, rather than better outcome.

Gartonhl: Assuming that I am constantly unhappy in my RV and complaining and don't enjoy the RV'ing lifestyle--well that is heap of judgment based on very little information!

Having owned 5 rigs from various manufacturers purchased from different dealers over the past 11 years, I believe I have earned the right and some expertise, through personal experience, to reflect both positively and negatively on aspects of customer service at the manufacturer and dealer levels. The fact that some believe customer support requires "sugar" or advocates "giving up the RV'ing lifestyle" is, in my opinion, naive and overreaching.

bclemens: Thank you for your focused and thoughtful input. We will just have to agree to disagree on resources; certainly, I can and have adapted to having no microwave oven in that I simply spent $46 to buy one after spending over $90K for a product with one that should have worked. I never use cooktops as I am nervous around open flame so, a resource to some is not a resource to everyone. We adapt in our own way to these kinds of problems.

Things DO break--for no apparent reason--but when the Manufacturer (perhaps) fails and the Dealer (perhaps) fails, then it becomes the customer's (for certain) problem. Most customers have a selling dealer they can look to for service--I don't. I must look to Forest River in the absence of a dealer. And, in any case, I have been "out west" for months and needed service thousands of miles from the selling dealer. One of my rationales for buying a NEW warranted FR product was I perceived it to have a very large network of support established since I anticipated traveling extensively.

I will PM you the name of my dealer; however, my selling dealer is 3 hours from my home. While in Florida, I will be seeking service at a dealer nearer to my home--not the selling dealer.

Am I unhappy? Yes. I am on vacation. I am sitting in a brand new rig with my dog in the Louisiana heat of 106 degrees waiting for parts so I can get warranty service. I am going to be here for about two weeks waiting on a microwave oven. I am also awaiting for the backup camera. Fortunately, the AC works just fine! The Service Dept where I am is doing all they can, but the system will lumber along according to its own tempo and certainly not to my wishes.

When I hear folks say "That's the way it is with RV'ing" and that one should be satisfied with the status quo (or quit RV'ing!), it makes me think of the SNL skit "Lowered Expectations". The skit made me laugh, but the low expectations among consumers of RV products is not funny. This attitude is both a consequence of and a cause of the generally poor quality of customer service that many people experience with the product.
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Old 08-11-2011, 05:03 PM   #100
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I have a great relationship with my dealership and service department. I'm not a "do-it-myself" person so the service department is very important and I glad to have them on my team.
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